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Out in the Cold: Our Response

As a not-for-profit company, we strive to earn the trust of our customers, every day – and in all weathers.

We want to deliver the very best standards of service to our customers and recognise this is even more important in emergency conditions like those caused by severe weather.

In February and March 2018, we saw heavy snowfall across the areas we serve, followed by a rapid thaw – meaning a small number of our customers experienced significant loss of supply.

Our regulator, Ofwat, produced a report – “Out in the Cold” – in June 2018, which sets out recommendations on how water companies could improve their emergency procedures in future. We welcome the opportunity to respond to those findings and have set out a number of ways which we have learned from the significant challenges we faced earlier this year.